US8755510B2 - Methods and systems for providing customer relations information - Google Patents
Methods and systems for providing customer relations information Download PDFInfo
- Publication number
- US8755510B2 US8755510B2 US13/035,859 US201113035859A US8755510B2 US 8755510 B2 US8755510 B2 US 8755510B2 US 201113035859 A US201113035859 A US 201113035859A US 8755510 B2 US8755510 B2 US 8755510B2
- Authority
- US
- United States
- Prior art keywords
- customer
- processor
- information
- scripts
- agent
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired - Fee Related, expires
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Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
- G06Q40/02—Banking, e.g. interest calculation or account maintenance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Finance (AREA)
- Accounting & Taxation (AREA)
- Marketing (AREA)
- Physics & Mathematics (AREA)
- Economics (AREA)
- Development Economics (AREA)
- Strategic Management (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Technology Law (AREA)
- Signal Processing (AREA)
- Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
Abstract
Description
Claims (17)
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US13/035,859 US8755510B2 (en) | 2003-08-15 | 2011-02-25 | Methods and systems for providing customer relations information |
US14/269,366 US20170243227A9 (en) | 2003-08-15 | 2014-05-05 | Methods and Systems for Providing Customer Relations Information |
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US49508503P | 2003-08-15 | 2003-08-15 | |
US10/918,699 US20050149418A1 (en) | 2003-08-15 | 2004-08-16 | Methods and systems for providing customer relations information |
US13/035,859 US8755510B2 (en) | 2003-08-15 | 2011-02-25 | Methods and systems for providing customer relations information |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US10/918,699 Continuation US20050149418A1 (en) | 2003-08-15 | 2004-08-16 | Methods and systems for providing customer relations information |
Related Child Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US14/269,366 Continuation US20170243227A9 (en) | 2003-08-15 | 2014-05-05 | Methods and Systems for Providing Customer Relations Information |
Publications (2)
Publication Number | Publication Date |
---|---|
US20110208660A1 US20110208660A1 (en) | 2011-08-25 |
US8755510B2 true US8755510B2 (en) | 2014-06-17 |
Family
ID=34215914
Family Applications (2)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US10/918,699 Abandoned US20050149418A1 (en) | 2003-08-15 | 2004-08-16 | Methods and systems for providing customer relations information |
US13/035,859 Expired - Fee Related US8755510B2 (en) | 2003-08-15 | 2011-02-25 | Methods and systems for providing customer relations information |
Family Applications Before (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US10/918,699 Abandoned US20050149418A1 (en) | 2003-08-15 | 2004-08-16 | Methods and systems for providing customer relations information |
Country Status (2)
Country | Link |
---|---|
US (2) | US20050149418A1 (en) |
WO (1) | WO2005019982A2 (en) |
Cited By (8)
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US20130218693A1 (en) * | 2012-02-16 | 2013-08-22 | Ebay, Inc. | Obtaining instant credit at a pos with limited information |
US20150317639A1 (en) * | 2014-04-30 | 2015-11-05 | Ncr Corporation | Automated Remote Transaction Assistance |
US20160284012A1 (en) * | 2013-11-18 | 2016-09-29 | ServiceSource International, Inc. | User Task Focus and Guidance for Recurring Revenue Asset Management |
US9680998B2 (en) | 2004-09-22 | 2017-06-13 | Altisource Solutions S.àr.l. | Call center services system and method |
US9826092B2 (en) * | 2015-08-05 | 2017-11-21 | Intuit Inc. | Method and system for call queue messaging |
US9871922B1 (en) | 2016-07-01 | 2018-01-16 | At&T Intellectual Property I, L.P. | Customer care database creation system and method |
US9876909B1 (en) | 2016-07-01 | 2018-01-23 | At&T Intellectual Property I, L.P. | System and method for analytics with automated whisper mode |
US10200536B2 (en) | 2016-07-01 | 2019-02-05 | At&T Intellectual Property I, L.P. | Omni channel customer care system and method |
Families Citing this family (22)
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---|---|---|---|---|
US7826597B2 (en) * | 2005-12-09 | 2010-11-02 | At&T Intellectual Property I, L.P. | Methods and apparatus to handle customer support requests |
US20070244835A1 (en) * | 2006-04-17 | 2007-10-18 | Fimsa, Llc | Web-Accessible Financial Product Sales Assistance System and Method |
US7801919B1 (en) * | 2006-04-21 | 2010-09-21 | Total System Services, Inc. | Method and system for providing database management system tools |
US9503578B1 (en) * | 2006-06-28 | 2016-11-22 | Alorica Business Solutions, Llc | Script logic viewing |
US8706498B2 (en) * | 2008-02-15 | 2014-04-22 | Astute, Inc. | System for dynamic management of customer direction during live interaction |
US8473391B2 (en) | 2008-12-31 | 2013-06-25 | Altisource Solutions S.àr.l. | Method and system for an integrated approach to collections cycle optimization |
EP2417564A4 (en) * | 2009-04-06 | 2013-01-30 | Samuel D Shipley | Message management system |
US20140207532A1 (en) * | 2013-01-22 | 2014-07-24 | Ashish V. Thapliyal | Systems and Methods for Determining A Level of Expertise |
US9167094B2 (en) * | 2013-03-06 | 2015-10-20 | Avaya Inc. | System and method for assisting agents of a contact center |
US20140365255A1 (en) * | 2013-06-06 | 2014-12-11 | C1 Bank | System and method for applying predicitive analysis to determine client support requirements by means of indirect user interaction |
US9332035B2 (en) | 2013-10-10 | 2016-05-03 | The Nielsen Company (Us), Llc | Methods and apparatus to measure exposure to streaming media |
US11632464B2 (en) * | 2014-04-22 | 2023-04-18 | Avaya Inc. | Communications arbitrator |
US10171656B2 (en) * | 2014-12-29 | 2019-01-01 | Verizon Patent And Licensing Inc. | Systems and methods for providing real-time assistance to call center agents |
US10834261B2 (en) | 2016-06-30 | 2020-11-10 | Verint Systems UK Limited | System and method of running an agent guide script-flow in an employee desktop web client |
EP3264350A1 (en) | 2016-06-30 | 2018-01-03 | Verint Systems UK Limited | System and method of integrating to an external search application in an employee desktop web client |
EP3264352A1 (en) * | 2016-06-30 | 2018-01-03 | Verint Systems UK Limited | System and method of running an agent guide script-flow in an employee desktop web client |
US10785372B2 (en) | 2016-06-30 | 2020-09-22 | Verint Systems UK Limited | System and method of embedding and launching a form from third-party knowledge content |
EP3264351A1 (en) * | 2016-06-30 | 2018-01-03 | Verint Systems UK Limited | System and method of embedding and launching a form from third-party knowledge content |
US10623555B2 (en) | 2016-09-27 | 2020-04-14 | Hartford Fire Insurance Company | Controlling a graphical user interface for workflow |
US10079939B1 (en) | 2017-03-20 | 2018-09-18 | International Business Machines Corporation | Performing contextual analysis of incoming telephone calls and suggesting forwarding parties |
US20190066116A1 (en) * | 2017-08-29 | 2019-02-28 | Verint Americas Inc. | System and method for organizing and integrating electronic customer service resources |
US10805465B1 (en) | 2018-12-20 | 2020-10-13 | United Services Automobile Association (Usaa) | Predictive customer service support system and method |
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US6912272B2 (en) | 2001-09-21 | 2005-06-28 | Talkflow Systems, Llc | Method and apparatus for managing communications and for creating communication routing rules |
US20050160142A1 (en) | 2003-12-19 | 2005-07-21 | Whitman Raymond Jr. | Dynamic force management system |
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2004
- 2004-08-16 WO PCT/US2004/024379 patent/WO2005019982A2/en active Application Filing
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-
2011
- 2011-02-25 US US13/035,859 patent/US8755510B2/en not_active Expired - Fee Related
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US20050149418A1 (en) | 2005-07-07 |
US20110208660A1 (en) | 2011-08-25 |
WO2005019982A3 (en) | 2006-12-28 |
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